Senior Customer Service Representative - National Remote

Optum; Draper (UT); Remote; Full time

Job summary

A leading healthcare organization is seeking a Senior Customer Service Representative to provide exceptional support to customers while navigating complex issues. This role involves direct communication with callers, ensuring their needs are met efficiently. You will work in a dynamic environment, contributing to health equity and customer satisfaction. The position offers flexible telecommuting options within the U.S. and requires a high school diploma along with strong communication skills.

Benefits

Comprehensive benefits package

Incentive and recognition programs

401k contribution

Qualifications

• Ability to work Monday - Sunday in various shift schedules.
• Familiarity with computer systems and applications.

Responsibilities

• Deliver exceptional customer service to 50-70 callers daily.
• Resolve complex customer issues and provide support to team members.
• Assist customers in navigating UnitedHealth Group websites.

Skills

Multi-tasking

Communication

Education

High school diploma / GED

Tools

Windows PC applications

Job description

Senior Customer Service Representative - National Remote

Senior Customer Service Representative - National Remote

2 days ago Be among the first 25 applicants

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

As a Senior Customer Service Representative, you'll compassionately deliver an exceptional experience to between 50 to 70 callers per day at Tier 1 or Tier 2 level, always remembering that there is a real person on the other end of the phone who is looking for help, guidance, and support. You'll also provide support to your team members by serving as a resource or subject matter expert. Both of these are opportunities for you to identify and exceed our customer expectations by committing to and building strong relationships internally and externally. At the end, you’ll know you performed with integrity and delivered the best customer service experience making all your customers and team members feel better because they talked to you

This position is full-time Sunday - Saturday. Will work 8.5 hours shift (including 30 min unpaid lunch and two paid breaks of 15 min each). 8.5 hours shift will land anywhere between Solutran's operational hours: 8:00 am to 11:00 pm EST Monday to Sunday. You will learn more about future work hours during the interview process as their is more information about shift bids and how this will positively impact your potential shift. It may be necessary, given the business need, to work occasional overtime

We offer 2 weeks of paid training. The hours during training will be 8:00 am to 4:30 pm MST, Monday - Friday.

You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities

• Serve as a resource or Subject Matter Expert (SME) for other team members or internal customers
• Handle escalated calls, resolving more complex customer issues in a one and done manner
• Answer incoming phone calls from customers and identify the type of assistance the customer needs (i.e. benefit and eligibility, billing and payments, authorizations for treatment and explanation of benefits (EOBs)
• Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
• Intervene with care providers (doctor’s offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed
• Assist customers in navigating UnitedHealth Group websites and encourage and reassure them to become self-sufficient
• Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member
• Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues
• Provide education and status on previously submitted pre-authorizations or pre-determination requests
• Meet the performance goals established for the position in the areas of: efficiency, call quality, provider satisfaction, first call resolution and attendance
  
  

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications

• High school diploma / GED
• Must be 18 years of age or older
• Familiarity with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications
• All new hires will be required to successful complete the Customer Service training classes and demonstrate proficiency of the material
• Ability to work Monday - Sunday, in any of our 8.5-hour shift schedules (including 30 minutes unpaid lunch and two paid breaks of 15 minutes each one) between Solutran's operational hours of 8:00am - 11:00pm EST, including the flexibility to work occasional overtime, based on the business nee
  
  

Preferred Qualifications

• 1+ years Customer Service Representative (CSR) experience or 1+ years of experience in an office setting, call center setting or phone support role
  
  

Telecommuting Requirements

• Ability to keep all company sensitive documents secure (if applicable)
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy.
• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service.
  
  

Soft Skills

• Ability to multi-task duties as well as the ability to understand multiple products and multiple levels of benefits within each product.
• Ability to work regularly scheduled shifts within our hours of operation including the training period, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over-time and/or weekends, as needed
• All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy
  
  

The hourly range for this role is $16.88 to $33.22 per hour based on full-time employment. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location, and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.

#RPO

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Hospitals and Health Care

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